Senior Customer Experience & Delivery Lead

WMJobs; Walsall; On-site; GBP 56,000 - 59,000; Full time

Job summary

Walsall Council is seeking an experienced Customer Delivery Manager to lead the Customer Experience Centre and oversee frontline services. You will drive performance, champion innovation and ensure residents receive outstanding customer care.

The role involves leading several teams, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green, with a focus on continuous improvement and high-quality outcomes for residents.

Qualifications

• Experience leading multiple front-facing service teams.
• Strong communication and influencing skills with stakeholders.
• Proven track record in service improvement and change delivery.

Responsibilities

• Lead and inspire multiple customer-facing teams to deliver excellent services.
• Manage and develop Team Leaders and staff across several service areas.
• Drive performance, continuous improvement and customer satisfaction.
• Use customer insight to identify opportunities to improve services and customer journeys.
• Oversee operational performance, complaints handling and service delivery standards.
• Collaborate across the Council to embed customer-focused ways of working.

Skills

People leadership

Operational management

Stakeholder management

Communication skills

Job description

Walsall Council is seeking an experienced Customer Delivery Manager to lead the Customer Experience Centre and oversee frontline services. You will drive performance, champion innovation and ensure residents receive outstanding customer care.

The role involves leading several teams, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green, with a focus on continuous improvement and high-quality outcomes for residents.